Customer Operations Lead

Augustus•New York City, NY

1d•Onsite

About The Position

Few people get to build a bank from scratch. Even fewer get to build one at a moment when banking itself is being reinvented. The dollar is the best product in the history of the world, with practically infinite global demand, but distribution is broken. Global clearing runs on legacy banks that are closed 115 days a year, built for humans and take two days to settle. Augustus is the update to the internet era. We received conditional approval from the OCC to charter America’s first stablecoin-native clearing bank that is always open, made for machines, at the speed of compute. We are a group of operators, unicorn early employees, ex-founders and people who walked away from degrees because they believe this is an industry and career defining opportunity. We're backed with $40M from Peter Thiel’s Valar Ventures, Creandum and founders of Ramp, Deel and Circle. We are regulated in Europe and live with Euro and Stablecoin clearing today. Now, we are building the US team from the ground up, while continuing to grow rapidly in Europe. The Role As Customer Operations Lead at Augustus, you own the entire operational backbone of our post-sales function: onboarding, enablement, and customer support. After signature, two tracks run in parallel across every account: a commercial track owned by Account Management and an operational track owned by you. The processes, the SOPs, the KPIs, the tooling, the automations, and the agents that run all of that - all yours. We're building a dark bank, a bank that runs mostly autonomously, where operations are designed so the work doesn't emerge in the first place. Customer Operations is the front line of that thesis. Enablement that takes minutes instead of hours. Support that deflects before it escalates. Onboarding in minutes not months. You design the system. You set the metrics that prove it works. You build the agents that run it. Every flow you redesign is a flow that becomes machine-runnable. Every flow you patch with headcount is a flow that compounds the wrong way. You work across Operations, Product, Engineering, and Compliance, and partner closely with Account Management to keep the operational track and the commercial track in lockstep. You are trusted with every decision you make. Your First Six Months You'll own the design and build of Augustus' post-sales operating model — the SOPs, KPIs, ownership, escalation paths, and automations that run onboarding, enablement, and support end-to-end. Month 1–2: Know our customer base better than anyone. Take ownership of onboarding, enablement, and support as they exist today. Find the bottlenecks and define the KPIs that will tell you whether the system is working. Month 3–4: Ship the first wave of automations. Enablement compressed from hours to minutes. Onboarding gated by automated pre-screening. Support running on a single source of truth with structured escalation paths. The operating model proven on a live cohort. Month 5–6: Automations live across the operational track. Long-tail accounts run hands-off. Scale the system. Who Will Thrive At Augustus We believe that throwing smart people with high agency at big problems produces the best outcomes. The people who succeed here share the following traits: Relentless: You can't leave something broken. You don't stop because it got hard or because no one is watching. Set The Bar: You're harder on yourself than anyone else would be. You don't need external accountability to care about quality. Shape The Game: You don't wait for a playbook and you don't need one. You walk into genuinely new territory and figure it out. You move before anyone asked you to. Systems First: You don't solve problems by adding people or effort. You build systems that make the problem smaller. Your first instinct is to automate, not to handle it manually. This job is for you if: You reach for an agent before a hire. When you see a recurring ticket pattern, your first instinct is "what rule should have caught this?", not "we need another person." You want to own the operating model, not inherit one. No playbook is waiting. The SOPs, KPIs, escalation paths, tooling: you draft them, defend them, rewrite them when they break. You think in systems but will sit on a support ticket at 1am to understand a failure mode. The best automations come from people who've felt where the process breaks. You want to build alongside Engineering and Product, not file tickets at them. You'll spec agents and shape tooling directly. You want decisions that are actually yours. You report to the COO and own the operational track end-to-end. This suits someone who's hit the ceiling of executing other people's plans. This job is not for you if: You measure your impact by the size of your team. Success here looks like a small ops org running a large book. A flat headcount chart is a win, not stagnation. You prefer a mature playbook to a blank page. No Gainsight instance, no tiering model, no QBR template to inherit. You'll be designing the system, not optimizing within one. Partnering closely with Account Management sounds like friction. The commercial and operational tracks run in parallel by design. Wanting to own the customer relationship outright or avoid the AM partnership entirely won't work here. "Mostly autonomous operations" sounds like a marketing line to you. The dark bank thesis shapes every decision. Skepticism about it means rowing against the current daily. Hard Requirements 3+ years in a fast-paced environment. Background in product or operations. Direct customer-facing experience. Pay transparency: Compensation packages at Augustus include base salary, equity, and benefits. New hire offers are made based on a candidate's experience, expertise and geographic location. The annual US base salary range for this role is $150,000-$180,000 + equity. What We Offer Career Growth: You will be given more responsibility and pushed to grow faster than ever before. Network: Your peers are brilliant, highly motivated people. These people will be foundational in your future opportunities. Real Participation: Employees are shareholders. You will think and act like an owner. Perks & Benefits: Relocation support, visa support, the latest Apple gear (MacBook + AirPods), lunch benefit, gym benefit, a beautiful office in the heart of the city, 4x on-/offsites per year, and an annual development budget. Health & Insurance: Our US team receives comprehensive Medical, Dental, and Vision insurance plans. We are offering 401(k) retirement plans. Augustus is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Augustus will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status.

Requirements

3+ years in a fast-paced environment.
Background in product or operations.
Direct customer-facing experience.
Reach for an agent before a hire.
When you see a recurring ticket pattern, your first instinct is "what rule should have caught this?", not "we need another person."
Want to own the operating model, not inherit one.
Think in systems.
Want to build alongside Engineering and Product, not file tickets at them.
Want decisions that are actually yours.
Report to the COO and own the operational track end-to-end.
Partnering closely with Account Management.

Nice To Haves

People who have hit the ceiling of executing other people's plans.
People who prefer a mature playbook to a blank page.
People who do not measure their impact by the size of their team.
People who do not prefer a mature playbook to a blank page.
People who do not find partnering closely with Account Management to be friction.
People who do not see "Mostly autonomous operations" as a marketing line.

Responsibilities

Own the entire operational backbone of our post-sales function: onboarding, enablement, and customer support.
Design and build Augustus' post-sales operating model — the SOPs, KPIs, ownership, escalation paths, and automations that run onboarding, enablement, and support end-to-end.
Take ownership of onboarding, enablement, and support as they exist today.
Find the bottlenecks and define the KPIs that will tell you whether the system is working.
Ship the first wave of automations.
Enablement compressed from hours to minutes.
Onboarding gated by automated pre-screening.
Support running on a single source of truth with structured escalation paths.
Automations live across the operational track.
Long-tail accounts run hands-off.
Scale the system.
Design the system.
Set the metrics that prove it works.
Build the agents that run it.
Redesign flows to become machine-runnable.
Work across Operations, Product, Engineering, and Compliance.
Partner closely with Account Management to keep the operational track and the commercial track in lockstep.
Spec agents and shape tooling directly.
Draft, defend, and rewrite SOPs, KPIs, escalation paths, and tooling.
Sit on a support ticket at 1am to understand a failure mode.